Global POD Service Delivery Lead

SSA Marine

Seattle (WA)

On-site

USD 95,000 - 105,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision insurance

401k plan and retirement benefits

Paid sick leave and vacation; company-

Bonuses based on performance

Job summary

SSA Marine seeks a POD Lead to drive end-to-end service outcomes for a domain within the future LIFT Model. You will coordinate global delivery, standardize intake and routing, and partner with stakeholders to shift from ticket-based support to outcome-based ownership.

The role requires IT service management experience, leadership of cross-functional teams, and a focus on continuous improvement, automation, and knowledge practices to stabilize operations and improve employee experience.

Qualifications

5+ years in IT support, service delivery, or end-user technology operations with 3+ years leading teams or workstreams.
Experience in global delivery models or centralized support with service ownership accountability.
Familiarity with ITSM and ServiceNow or similar platforms.
Ability to interpret operational data and drive improvements to reduce recurring demand.

Responsibilities

Own end-to-end service outcomes for the POD’s domain and monitor performance using SLAs, XLAs, MTTR, CSAT, and experience signals.
Lead daily POD execution across global intake, routing, triage, resolution, escalation, and closure in alignment with ITSM standards.
Coordinate POD capacity across GDC locations and balance workload and priorities.
Partner with stakeholders to adopt global standards and outcome-based measures during the transition to the LIFT Model.
Identify opportunities for automation, self-service, and documentation enhancements to reduce manual work.